Guest Services Manager

Our Company

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought‑after destinations in the world. We are passionate about creating remarkable experiences with world‑class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

Imagine spending every day working in a place that must be seen to be believed. Timbers Kaua‘i at Hōkūala, oceanfront on Kaua‘i, is a blend of the pristine and playful, and we get to do what Owners and guests love in one of the most beautiful places on earth. Our team members reflect the highest level of aloha with anticipatory service in an unparalleled setting.

• Be Authentic
• Practice Humility
• Cultivate Teamwork
• Value Time
• Be Trustworthy

• Paid time off for full‑time, permanent employees.
• Employer‑sponsored health plans.
• 401k match.
• Complimentary golf for employees and immediate family members.

The Guest Services Manager is a key leader responsible for upholding the highest standards of service at Timbers Kaua’i. This role includes supervising and supporting the Front Office team in delivering seamless, elevated owner and guest experience in a luxury environment. The Guest Services Manager oversees day‑to‑day operations, concierge, and bell staff while fostering a sense of community and attention to detail for our valued owners, guests, and Exclusive Resorts (“ER”) members.

This individual prioritizes building relationships and a genuine connection with owners, guests, and team members.

• Develop in‑depth knowledge of property amenities, policies, and services to assist with owners, guests, and ER member inquiries effectively.
• Manage all aspects of Front of House operations, ensuring seamless service flow and exceptional guest experience.
• Create and oversee service standards for the Front Desk, Concierge and Bell teams, coordinating with Housekeeping and Facilities to ensure a superior residence product.
• Train and develop Front Desk, Concierge, Night Audit, and Bell staff on property systems and service standards.
• Conduct interviews, hire, train, and develop a team by ensuring high standards and fostering a positive team environment.
• Respond professionally to guest and owner feedback, addressing issues and opportunities promptly with a focus on satisfaction and resolution.
• Oversee and participate in all inventory control for Guest Service products and services and assist in ordering and tracking supplies.
• Assist in maintaining interdepartmental communication to ensure cohesive operations across services, from maintenance and housekeeping to owner services.
• Ensure familiarity with safety protocols, emergency procedures, and all security measures to protect guests, owners and resort property.
• Manage the Guest Services operating budget.
• Assist with all the information necessary for monthly and annual budgeting, forecasting, and reporting as directed by the Resort Manager.
• Oversee schedules and expenditures to ensure alignment with budget to avoid excess staff and operating costs.
• Use advanced selling techniques to optimize revenue and occupancy levels.
• Review Medallia survey submissions and analyze data to support budget and service goals.
• Monitor Front Office cash banks, process payments, and maintain accurate account balances for all charges and expenses.
• Ensure compliance with purchasing protocols, budgeting, and financial guidelines.
• Bachelor’s degree is preferred in resort management or related field.
• 5-7 years of hotel/resort experience, including supervisory roles.
• Previous experience in a luxury hospitality setting is highly desirable.
• Strong leadership and team management skills.
• Knowledge of safety and environmental regulations.
• Excellent problem‑solving and decision‑making skills.
• Strong communication and interpersonal skills.

• Manage the Guest Services operating budget.
• Assist with all the information necessary for monthly and annual budgeting, forecasting, and reporting as directed by the Resort Manager.
• Oversee schedules and expenditures to ensure…